PRODUCT DEAD ON ARRIVAL (DOA) POLICY
Poindus Systems UK normally allows Customers to return products deemed to be “Dead on Arrival” (“DOA”), however all returns are at Poindus UK Ltd sole and absolute discretion.
Where a product fault has occurred within the first 30 working days from date of invoice, the product will be deemed to be ‘DOA’ and the product will be replaced free of charge in line with the Poindus Systems UK Terms and Conditions.
Product fault for “DOA” are considered to be;
- Electronic Failure
- Software corruption
- Image loading error
- Tamper Evidence
- Power Failure
- Physical damage (provision evidence would be expected)
|Within 10 working days of invoice date
||Within 10 working days of report
||Timescale dependant on Quality check of returned goods
||Within 10 working days of report
|Credit note issued on DOA receipt
The Customer will initially report the fault to the designated account manager who, depending on the nature of the fault, may contact the technical support team to undertake initial diagnosis.
The technical support department will try and fix the fault by telephone, or if applicable, by sending a customer replaceable part.
Failing this the support department will issue the customer with a Return to Manufacturer Authorization (RMA) Number. This reference number must be used on all correspondence and Poindus Systems UK will not accept delivery of any product where a Returns reference number has not been issued.
The Customer is responsible for ensuring that the product(s) are returned to Poindus Systems UK in their original and undamaged packaging together with any associated discs, manuals and cables.
The return of the “DOA” product will be arranged between the Customer and Poindus Systems UK and should be agreed to take place within 10 working days of the initial report (unless alternative agreement is made).
Poindus Systems UK will pay for the collection and return of ‘DOA’ product from UK and Ireland Customer sites. Where damage on outward shipping is to be considered, Poindus Systems UK may request for the customer to provide photographic evidence of the damage prior to return shipping.
Poindus Systems UK will pay for the shipping and where Customer contract has included; the installation of all replaced or repaired units back to the customer.
In the event of any Customer delays or changes to the replacement or return an agreed “DOA” product the Customer will be liable for any additional charges incurred by Poindus Systems UK.
Refund &/ Replacement
The refund and replacement of faulty or defective Products is subject strictly to Poindus Systems UK “Dead on Arrival” (“DOA”) policy.
Where replacement product(s) have been agreed these will be dispatched within 10 days of the report of the “DOA” product(s) to Poindus Systems UK. On shipping of the replacement product(s) a new invoice will be generated on the Customer‘s account offering new warranty terms and as per Customer agreed account payment terms.
A credit note will be generated on receipt & preliminary checks of condition of the “DOA” at Poindus Systems UK. In any instance where the “DOA” fails the preliminary condition checks the product will be passed through the full Returns & Repair cycle and the credit note will be issued once a full report has been provided.
In circumstances where return of product(s) is permitted and refund has been agreed by Poindus Systems UK then Poindus Systems UK will issue a credit note on a Customer’s account so that the invoice for the relevant product is deemed cancelled.
Further information is available within our full Terms & Conditions.